Armadillo Legal Limited

Complaints Procedure

If you are unhappy with any aspect of the service you have received or the costs you have been charged, you have the right to complain. We are committed to handling your complaint promptly, fairly, and free of charge.

1. Contact the person dealing with your matter or our designated Complaints Person, whose details were provided when you first instructed us.

2. If you wish your concerns to be formally investigated, please provide us with full written particulars of your complaint.

   Send all complaints to:

   Julia Coe
   Invision House, Wilbury Way, Hitchin, Hertfordshire, SG4 0TW
   Email: julia.coe@armadillolegal.com

1. We will acknowledge receipt of your complaint within 3 working days.

2. We will review your file in light of the issues you have raised.

3. We aim to provide a full written response within 4 weeks but no later than 8 weeks of receiving your complaint.

4. If we cannot resolve your complaint within 8 weeks, you have the right to refer your complaint to the Legal Ombudsman.

If we have not resolved your concerns to your reasonable satisfaction, you have the right to refer your complaint to the Legal Ombudsman and/or the Solicitors Regulation Authority (SRA).

The Legal Ombudsman can help with complaints about the service you received. You must refer your complaint to the Legal Ombudsman within:

• 6 months of receiving our final response to your complaint, AND
• No more than 6 years from the date of the act/omission, OR
• No more than 3 years from when you should reasonably have known there was cause for complaint

Contact details for the Legal Ombudsman: